Assistant Manager - Customer Service - Mall Management

Job description / Role

Assistant Manager - Customer Service - Mall Management - Cairo Festival City Mall - AFGRE - Cairo

We are seeking to hire an experienced Customer Service - Assistant Manager who will be responsible for developing a cutting edge customer service strategy, planning and managing its implementation and overseeing all aspects of the day to day customer service operations, reporting to the Mall Manager and leading a customer service team he / she will be leading the objective of achieving leadership in customer service standards in the mall. Your job responsibilities are including but not limited to the following:
- Responsible for developing an in depth understanding of the retail center, including the design and the layout, as well as the principals of customer flow within CFC mall; so as to effectively plan the manning of customer service desks with adequate staff coverage and promotional literature to assist visitors to the mall and provide adequate information for queries
- Responsible for achieving high standards of customer service by ensuring that the staff are trained to handle customers of diverse nationalities and varying levels of expectations; as well as have necessary support in terms of current and updated information related to all aspects of the mall operations and service policies, so as to meet and exceed service expectations
- Ensure that the customer service desks are adequately stocked with mall collaterals such as current and updated mall directory, information related to on-going offers and promotions, tourist information, services available etc. with the objective of meeting customer expectations related to service or information required and capitalizing on all opportunities to generate sales through the information provided.
- Plan the duty rosters for the staff responsible for handling customer service desks, with the objective of ensuring adequate coverage, particularly to meet peak time trading requirements
- Ensure that the customer service assistants are aware of the degree of authority to resolve customer complaints and problems, as well as proactively resolve any issue referred as a result of escalation within the level of authority delegated, so as to effectively handle and respond to customer whilst at the same time minimize any loss to the company financially or in terms of goodwill.
- Collate information and prepare routine as well as ad hoc reports, as may be required by the management to have the necessary information to make short term and long terms business decisions.
- Assist other CFC Mall departments - when needed.
- Manage the KPIs of the Customer Service team including supervisors and executives and lead them to succeed in achieving a high level of customers satisfaction, wether to the internal customers (tenants) or to the Mall visitors.

Requirements

- Graduation in any relevant degree.
- Arabic is a must Must, Proficient in English language, any third language would be an advantage
- Minimum of 8 years of relevant customer service management experience in a shopping Centre or hospitality background, preference for front-desk management.

Job-Specific Skills:
- Customer relations support.
- Accept to work on weekends, official holidays and outside the official working hours.
- Expert in team management.

Behavioural Competencies:
- Friendly, approachable, honest and trustworthy.
- Be flexible and efficient.
- Proactive, punctual and reliable.
- Positive, cheerful mentality and open to work attitude

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.